How to deescalate emotion when a client wants a refund

by | May 15, 2023 | Client Agreement, Refund Policy & Collections

In the past 2 weeks, two different coaches came to me for the same reason.

They’re clients signed up, but halfway through the program, the clients got angry and asked for a refund.

Have you had a client’s emotions run high when they want a refund or try to back out of a program?

If you say you won’t give a refund, the client often gets upset… REALLY upset!

You can feel like your hands are tied…

You feel you have to give a refund to get the client to back down…

It’s sooo frustrating.

So what can you do if a client is upset and they threaten to sue you – or to make nasty comments about you on social media? 

How exactly can you try to reduce the emotional reaction of a client when you don’t want to give a refund?

Know this…

Legal Love™ Tip: Deescalating emotion can be a powerful legal strategy.



Yep, that’s right – it’s not just a relationship-preserving strategy, but an actual LEGAL strategy. 

How so?

You know by now that I’m not your typical attorney. Most people think about the law and love as being two entirely different things that you feel like you need to choose between – but I don’t. It can be an “and.”

Law feels cold, corporate, and scary.

While love feels inviting, warm, and soft.

I bring love and care into the law to make the law less scary – but also as a philosophy. 

Bringing more love and compassion into your conversation with your angry client is not the normal way to think about resolving a legal conflict, that’s for sure.

But it actually can result in BETTER outcomes for you AND your clients.

How do you do that? What should you say?

Listen to this previously-aired short 15-minute podcast episode 65 on Apple podcasts HERE or on my website HERE to learn how by deescalating heated emotions, you can often diffuse the threat of legal action.

And that, my friend, is the goal.

Here’s to preserving your relationship with your clients – AND your reputation!